Digital Customer Experience Specialist

Puffer-Sweiven•Stafford, TX

About The Position

Puffer-Sweiven is seeking a Digital Customer Experience Specialist to improve customer experiences across its customer-facing digital tools. The role drives customer adoption and continued use through proactive outreach, onboarding, training, education, and self-service resources. It also proposes new tools, develops business cases for investments, and manages the scope, technical development, and launch of digital tools. The specialist serves as a primary contact for customer questions and issues, provides first-level troubleshooting, and coordinates or escalates issues to internal teams. The role gathers customer feedback, monitors and reports tool usage and experience quality, and participates in testing new features and improvements. It also educates customer-facing employees and contributes to cross-functional initiatives to improve digital customer interactions.

Requirements

Minimum of 3–5 years of experience in customer success, customer experience, product management, or business-to-business marketing.
Demonstrated experience supporting customers on software platforms, portals, or other tools.
Strong written and oral communication skills, including formal presentation skills.
Strong project management skills and ability to handle multiple concurrent projects.
Working knowledge of CRM and marketing platforms.
Solid interpersonal skills, including engaged listening, questioning, and discovery skills.
Strong business and data acumen, with the ability to identify digital opportunities and translate them into customer and company value.
Strong initiative and motivation to succeed.
Strategic and innovative problem-solving skills, sound judgment, and technical aptitude.
Strong project and expectation management skills.
Strong customer service skills, including the ability to develop rapport and trust with customers.
Collaborative teamwork, conflict management, and consensus-building skills.
Ability to coordinate cross-functional teams and influence stakeholders.
Strong self-management, professionalism, and dependability.

Nice To Haves

Bachelor’s degree in Technology, Marketing, or a related field preferred.
Experience within oil and gas, chemical, or related industrial markets preferred.
Working knowledge of Salesforce and Pardot/Marketing Cloud preferred, and data analytics tools such as Power BI.
Spanish proficiency, written and verbal, is a plus.

Responsibilities

Ensure a consistent, excellent customer experience across customer-facing digital tools.
Drive customer adoption and ongoing usage through proactive outreach, enablement, and targeted education.
Propose digital tools to help attract, engage, and retain customers.
Develop business cases for investments in customer-facing digital tools.
Manage scope creation, technical development, and launch of new digital tools.
Support customer onboarding, account creation, and initial configuration, and explain available features and effective use.
Provide customer training and education through one-on-one sessions, webinars, communications, and self-service resources.
Educate customer-facing employees on positioning, demonstrating, and promoting digital tools.
Serve as a primary contact for customer questions and issues related to digital tools; perform first-level troubleshooting and coordinate or escalate issues for resolution.
Gather, document, and summarize customer feedback, and identify risks, issues, or gaps requiring follow-up.
Monitor and report customer digital-tool usage, including customer experience quality and quantity of use.
Participate in testing and validation of new features, enhancements, and fixes, providing customer and usability feedback.
Participate in cross-functional initiatives focused on improving customer interactions through digital tools.